Contact Center Performance Program Manager at Velera

, , United States -

Full Time

Start Date

Immediate

Expiry Date

18 Apr, 26

Salary

77100.0

Posted On

18 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Program Management, Performance Development, Data Analysis, Stakeholder Engagement, Coaching, Mentoring, Lean Methodologies, Six Sigma, Strategic Planning, Project Management, Organizational Development, Creative Program Design, Communication, Continuous Improvement, Cultural Change Strategies, Adult Learning Methodologies

Industry

Financial Services

Description

Join the People Helping People Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service. The Opportunity The Contact Center Performance Program Manager designs, launches, and sustains strategic programs that drive workforce performance, strengthen organizational culture, and accelerate professional development. This role ensures initiatives deliver measurable improvements in productivity, quality, and customer experience while creating clear pathways for career growth. Day in the Life Strategic Program Design Develop branded, innovative programs addressing skill gaps, cultural priorities, and leadership readiness. Create structured development pathways aligned with operational goals and career progression. Program Execution Manage full program lifecycle, including planning, resource allocation, and stakeholder engagement. Ensure clarity, consistency, and timely delivery of all initiatives. Ability to manage multiple priorities in a fast-paced environment. Performance & Culture Impact Use data-driven insights to identify gaps and design targeted interventions. Embed organizational values and communication standards into daily operations. Professional Development Implement coaching, mentoring, and skill-building programs to support career mobility and succession planning. Collaboration & Influence Partner with operations leaders and cross-functional teams to integrate development into workflows. Influence stakeholders through credibility and alignment with strategic priorities. Continuous Improvement Apply Lean, Six Sigma, and other methodologies to optimize program design and scalability. Leverage technology and analytics to enhance engagement and impact. Performs other duties as assigned. Qualifications Bachelor's degree preferred, High school diploma required. 3+ years in program management or performance development within operations. Proven success in implementing initiatives that deliver measurable business results. Experience in call center or customer service environments preferred. Knowledge, Skills, & Abilities Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity. Organizational development principles and adult learning methodologies. Cultural and behavioral change strategies. Program measurement and evaluation techniques. Creative program design and visual branding. Strategic planning and project management. Data analysis and reporting for program impact. Excellent communication and stakeholder engagement. Influence without authority across multiple teams and levels. Deliver high-quality programs on time and within scope. Adapt to evolving business needs and drive continuous improvement. Ability to manage multiple priorities in a fast-paced environment. Comfortable with virtual collaboration and remote facilitation. Physical Demands While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear Specific vision abilities required by this job include close vision Ability to occasionally lift/move up to 25 pounds Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department. About Velera At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. Learn more about our commitment to Diversity, Equity, and Inclusion HERE! Pay Equity $60,500.00 - $77,100.00 Actual Pay will be adjusted based on experience and other job-related factors permitted by law. Great Work/Life Benefits! Competitive wages Medical with telemedicine Dental and Vision Basic and Optional Life Insurance Paid Time Off (PTO) Maternity, Parental, Family Care Community Volunteer Time Off 12 Paid Holidays Company Paid Disability Insurance 401k (with employer match) Health Savings Accounts (HSA) with company provided contributions Flexible Spending Accounts (FSA) Supplemental Insurance Mental Health and Well-being: Employee Assistance Program (EAP) Tuition Reimbursement Wellness program Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information. Velera is an E-Verify Employer. Review the E-Verify Poster here. For information regarding your Right To Work, please click here. This role is currently not eligible for sponsorship. As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance. An Inclusive Atmosphere Where Possibilities are Delivered “Our Momentum. Your Moment.” At Velera, the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider, you’ll find it’s your time to join our exceptional culture and shine. If you want to help shape an industry, challenge yourself and invest in your future, you’ve come to the right place. Velera is a highly accessible environment where you’re empowered to think on your feet, work from your heart and discover the very best version of your professional and personal self. Your Voice Matters and Your Contributions are Rewarded You’ll be glad to know that you don’t have to wait your turn for the best opportunities to present themselves at Velera. Our atmosphere is designed for those who have a curious mindset and aren’t afraid to challenge the status quo. We invite you to bring your voice to our diverse team and take advantage of the wide variety of resources available to you. Powered by supportive leadership and innovative technology, we have exceptional learning, training and leadership development programs, as well as online courses to help you claim the brighter, more meaningful future you’ve always imagined. We Help Credit Unions Deliver Possibilities Velera has a proud history as an empowering resource for credit unions and their members, enabling them to optimize operations and realize sustained success. How have we done that? It starts by investing heavily in leading-edge technological innovations. It continues by building a track record of quality service and having the courage to lead. Now, as we continue to grow and help our credit unions prepare for the future, we’re well-positioned to build on our exhilarating momentum. Committed to service excellence and focused on innovation, Velera’s payment processing, risk management, data and analytics, loyalty programs, digital banking, marketing, strategic consulting and mobile platforms help deliver possibilities and seamless member experiences. Comprehensive, 24/7/365 member support is provided by contact centers located throughout the United States. Service Excellence – Delivering the Best We provide credit unions and their members with state-of-the-heart service. Security – Protecting Vital Interests We stop threats before they can cause damage. Digital Solutions – Presenting the Future We make it possible for members to conveniently experience the best in credit union services. Strategic Growth – Opening New Opportunities As the perfect partner with all the right tools, we help credit unions achieve their goals.

Responsibilities

The Contact Center Performance Program Manager designs and executes strategic programs to enhance workforce performance and organizational culture. This role focuses on delivering measurable improvements in productivity, quality, and customer experience.